Categories
Spread the love
Customer Experience

Net Promoter Score (NPS) Research

Infosurv Research Helps You Get the Most Out of The Ultimate Question: Using Net Promoter Score

Net Promoter Score (NPS®) is based on assumption that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one question — How likely is it that you would recommend [company X] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point scale and are classified as:

  • Promoters (score 9-10) – loyal customers who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) – satisfied but unenthusiastic customers who are vulnerable to your competition.
  • Detractors (score 0-6) – customers who can damage your brand and growth through negative word-of-mouth.

To calculate your company’s NPS score, you simply take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Originally, Fred Reichheld posited that NPS was the only measure needed to determine a company’s health. Since then, he and co-author Rob Markey revisit the metric and now recommend using NPS as part of a holistic system for driving profits.

Infosurv Research recommends these best practices for using the Net Promoter Score:

  • Use a customer loyalty index consisting of the NPS question with other questions relevant to your business, such as overall satisfaction or likelihood to purchase or re-purchase.
  • Conduct a key driver analysis to identify the attributes or components that have the greatest impact on NPS.
  • Make sure the scale you use is reliable for your business purposes.
  • Use open-ended questions to probe for underlying reasons behind a respondent’s answers.
  • Correlate attitudes with actual behavior to identify the most salient metrics.

By creating a strong understanding of your customers’ attitudes and behavior, by using multiple satisfaction metrics as decision guides, and by developing a customer-centric culture, you will create internal systems and operations that will keep your organization on track in creating customer satisfaction and loyalty.

Click here to see why you shouldn’t use Net Promoter Score as a stand-alone metric!

To pick our brains about using Net Promoter Score in your business, contact us today.

Have A Project?

Contact Us at (888) 262-3186

Tailored solutions for small businesses through to Fortune 500

Schedule a Call

Schedule an informational call with one of our senior consultants. tell us about your organization's objectives and challenges.

Receive a Tailored Plan

We'll develop research that addresses the nuances of your business, then we'll deliver a plan to help you execute.

Improve Customer Experience

As your 'internal research team', we'll guide your people to ensure the data is translated into action, exploding your NPS!

Customer Experience Research, What's the Cost?

The fact is, the cost of research has been declining and is more affordable thanks to technology. Infosurv's research and insights can be a valuable insurance policy against missed opportunities and competitive threats.

We know that choosing a research partner is difficult. Most research firms provide only data, Infosurv will help you translate that data into meaningful knowledge and execute a plan to help your business thrive. For 20 years, we've helped hundreds of clients, from small businesses to Fortune 500 companies.
Kyle Burnam - Founder & CEO, Infosurv Research

Solutions for small businesses to Fortune 500 companies.

We'll do the heavy lifting, giving you more time to focus on your business

Attract and retain clients, improve your marketing ROI

Free White Paper Download

Reading Customers’ Minds with Derived Importance

How to uncover the critical, hidden information that your customers aren't saying in surveys

Learn proven survey methods that target unique business challenges and find out how to leverage online survey tools to get better information more quickly and affordably.

Customer Satisfaction

*